Technical Support Consultant

Description:

Our client is looking for a Technical Support Consultant. This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. This is a contract role (6-month contract) based in Johannesburg.The primary purpose of this role is to function as a 1st level Support Consultant in the Support Services Hub within the Technical Services Department resolving technical issues relating to the company’s products/services.Matric/National Senior Certificate3 to 5 years technical experience in the relevant fieldLinux experience qualificationN+/A+ certificationExperience in a contact-center based environment.Linux experiencePayment industry knowledgeComputer Literacy – MS Office suite good verbal and written communication skillsRelationship buildingAnalytical ThinkingProblem Solving and TroubleshootingAbility to collaborate effectively in a team.Responsible for supporting all products on the monitoring platforms and maintenance of accurate data on all monitoring platforms.Monitor SLA’s and follow up on calls to ensure meeting of SLA’s.Assign and close calls correctly after technician’s site visit.Configuration of products for specific solutions within SLA’s.Assist with sim linking to correct terminals ensuring terminals are active and provisioned.Update configurations for estates and distribute updated documentsRespond to and action requests from business partnersManage and respond to escalations within SLA’s.CRM call logging and follow through with support processesEngagement with 2nd level support when required and follow through until completion.Escalation to 3rd parties as required (e.g. mobile networks, integrated solution suppliers and coverage)Provide technical and problem-solving training on the business’s products/solutions to internal and external support teamsAnswer customer calls and perform troubleshooting to ensure client site stays functional (diagnose root case, identify solutions and resolve)Log calls to field technician where required.Achieve call answer log, answer rate targets and solve rations.Facilitate ad-hoc project requests – outbound calls and database updates.Knowledge and support of all business and partner products and solutionsBackup to 2nd line Support team in case of resource shortage